As part of a broader ‘raising the bar’ strategy Game Nation has commissioned the services of Hospitality guru Andrew Kemsley whose mantra of putting the customer at the heart of every decision helps explain the difference between good customer service and world class hospitality – even when it’s applied to serving a cup of coffee.
Mark Jepp CEO of Game Nation, the UK’s third largest AGC operator has introduced a programme designed to take the brand’s hospitality offering to what he described as a ‘whole new level’.
Jepp, who was appointed CEO in September has commissioned the services of specialist hospitality coach and trainer Andrew Kemsley, Founder and Director of the 10 Hospitality consultancy.
With two decades leading teams at some of the UK’s most successful restaurant groups, Kemsley now shares his experience delivering group training, coaching and mentoring at all levels of a business.
He has created the bespoke ‘Every Spin Matters’ campaign to meet the specific requirements and challenges facing Game Nation and the impact, according to Mark Jepp has been ‘phenomenal’.
He stated: “I worked with Andrew during my time at both Mecca and Majestic and I know the very real impact that his insight delivers.
“The first phase of the ‘Every Spin Matters’ programme blew the Game Nation senior management team away and it will be subsequently rolled-out to venue managers and supervisors. The aim is to provide the entire team with the tools and the mindset to provide world class hospitality as opposed to simply great customer service.”
Explaining the difference between hospitality and customer service Andrew Kemsley told Coinslot: “Customer service is the technical side, it’s what you must do to serve the customer, like pouring a cup of coffee, answering the phone, or taking a reservation.
“Hospitality, on the other hand, is how the customer feels when they receive that service. It’s about delivering more than expected through thoughtful gestures, kind words, and genuine interest in the customer’s experience.
“It’s showing that nothing is too much trouble and always looking for ways to elevate the experience, making it memorable for all the right reasons.
“In reality, this is one of the simplest and most cost-effective forms of marketing. In my experience there’s no better way to build loyalty, create brand advocates, and drive repeat business.”
Citing the Four Seasons hotel brand, dining experience Dishoom and Apple as representing the hospitality Gold Standard, Andrew Kemsley believes that many independents also truly understand the importance of cultivating a culture of hospitality and as a consequence are reaping the rewards.
He stated: “I believe any business can compete with the very best because being world-class isn’t about decades of experience. It’s not a skill, it’s an attitude. It’s about being so exceptional at your role that people can’t help but notice.
“Delivering a world-class experience has a profound impact: happy customers, happy investors, and most importantly, employees who feel recognised, appreciated, and proud of their work.
“Ultimately success is the result of putting the customer at the heart of every decision and when customers feel seen, heard, and valued, the sky’s the limit.”
